In the first video, the customers accent made it hard on the employee. The employee should have clarified what the customer was looking for first. This would have saved him time and frustration. In the end he gave up and asked another employee to take over.
"The outcome is that the goal is avoided or ignored as it cause such confusion or the outcome is the same as with an aggressive or passive style."-Rose, Joni. "Communication Styles." Suite101.com. Suite101.com, 27 Jan. 2007. Web. 02 June 2012. <http://suite101.com/article/communication-styles-a12116>.
In the second video there were many factors that contributed to poor communication. First of all the clinician did not allow the patient to finish anything she had to say. There were also many interruptions such as her cell phone ringing. She was obviously not listening to the patient because she had to ask the same questions more than once. There was also very little eye contact between the two.
"Eye contact— gaze direction of doctor affects patient disclosure; withdrawal conveys lack of interest;
patient may not give key pieces of information critical to the clinical encounter."Adapted by Monica Broome, M.D., F.A.C.P.UMSM EDO From a workshop handout by Dr. Rehman, University of South Carolina, Web. 02 June 2012 <http://edo.med.miami.edu/documents/NONVERBAL%20COMMUNICATION.PDF>
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